Service Desk Analyst

Company Description

Headquartered in Southern California, Skechers has spent nearly 30 years helping men, women and kids everywhere look and feel good. Developing comfort technologies is at the foundation of all that we do—delivering stylish, innovative, and quality products at a reasonable price. From our diverse footwear offering to a growing range of apparel and accessories, Skechers is a complete lifestyle brand.

With international business representing over half of our total sales, we have product available in more than 170 countries and significant opportunities for continued expansion worldwide. We sell our collections direct to consumers through more than 4,000 Skechers stores around the globe and Skechers e-commerce sites, as well as through a network of third-party partners.

Job Description

JOB PURPOSE- 

Level 1 support is the first tier of support, provided by Service Desk Analyst Level 1 with the least experience, lower understanding of technical issues, and limited access to resources. 

ESSENTIAL JOB RESULTS- 

The analyst in Level 1: 

• Respond to telephone, email and Service Now requests
• Creates and tracks incidents and requests to ensure timely resolution
• Escalate issues to the appropriate group
• Support Aptos retail POS system and Retail Devices
• Solve common problems such as username and passwords issues, menu navigation, verification ofhardware and software, installation issues, and setup.
• Level 1 support teams solve user problems by following standard operating procedures available thruKnowledge Bases. If no solutions are available as per the training and instructions, Level 1 personnelforward the Incident/Request to Level 2 support.

ADDITIONAL RESPONSIBILITIES- 

• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES- 

• No

Qualifications

JOB REQUIREMENTS- 

• Experience with Aptos retail point of sale system
• Must have the ability to focus and make quick sound decisions
• Must be able to work independently and/or in a group environment
• Must be a quick learner by documenting and taking notes
• Must be organized and detail oriented
• Work on a rotational after-hour on-call schedule
• Available on the weekends
• Must possess top notch customer service
• Must have excellent communication skills, work ethic, punctual, reliable and have a desire to excel
• Must have a solid understanding of networking
• Proficiency with Windows 10 and Mac OSX
• Experience managing accounts in Active Directory

EDUCATION AND EXPERIENCE- 

• A.S. degree or higher or proven years of experience
• 2 years of Service Desk or Desktop Support experience

Additional Information

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.

PHYSICAL DEMANDS-

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel, and talk or hear.  The employee frequently is required to walk; sit, reach with hands and arms, and stoop, kneel. The employee is occasionally required to sit for long period of times.

All your information will be kept confidential according to EEO guidelines.

The hourly range for this position is $23-26hr